Refund policy

Refund & Returns Policy

Changed your mind? Mug arrived looking like it’s been through a bar fight? Either way, we’ll do our best to sort it without making you jump through unnecessary hoops.

30-day returns — changed your mind?

We offer a 30-day return period, which means you have 30 days after receiving your order to request a return if you’ve simply changed your mind.

To qualify for a change-of-mind return, your mug must be returned to us in good condition and without damage caused after delivery. You can, of course, take it out of the packaging and inspect it — we’re not expecting archaeological preservation standards.

You’ll also need your order number or another form of proof of purchase.

To start a return, contact us at mugstomerservice@uglymug.store.

Please contact us before sending anything back. We’ll confirm your return and tell you where it needs to be sent. Items returned without contacting us first may be difficult for us to identify or process.

Who pays the return postage?

For a change-of-mind return, you are responsible for paying the return postage.

Once we receive your returned item, though, to say thank you and help soften the blow, we’ll give you £2.50 in Ugly Mug store credit, issued as an eVoucher.

The £2.50 credit is in addition to any refund due for the returned product and is issued as store credit rather than cash.

Damaged mugs

If your mug arrives damaged, cracked, broken or otherwise considerably less mug-shaped than intended, please tell us within 14 days of receiving it.

Email mugstomerservice@uglymug.store with:

your order number;
a brief description of the problem; and
a clear photo showing the damage.

Once we’ve seen the photo and confirmed the issue, we’ll arrange one of the following with you:

a full refund for the damaged item;
a replacement mug at no additional cost; or
Ugly Mug store credit for the full value of the damaged item.

And no, we won’t make you post a broken mug back to us. That wastes your time, wastes postage and gives an already unfortunate mug one final unnecessary journey.

The 14-day period above helps us deal with damage that occurred during delivery as quickly as possible. It does not affect any statutory rights you may have if an item is faulty, defective, not as described or otherwise does not meet the standards required by applicable consumer law.

Wrong item or other order problems

Please check your order when it arrives.

If we’ve sent you the wrong mug, the wrong version, the wrong quantity, or something else isn’t right, contact us at mugstomerservice@uglymug.store and we’ll put it right.

Where the problem is our mistake or the product is faulty, you will not be expected to pay return postage where applicable. Often, if it’s our mess, we’ll leave you be rather than expect you to go out of your way to return stuff to us that you never should’ve received in the first place. We’ll just make sure you get the right product as quickly as possible.

Exceptions / non-returnable items

Our 30-day change-of-mind policy applies to eligible physical products purchased from Ugly Mug.

Where we offer personalised or genuinely custom-made products, these will not qualify for change-of-mind returns where applicable consumer law allows an exception.

This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Gift cards cannot normally be returned or exchanged for cash, except where required by applicable law.

If you’re unsure whether something can be returned, email us at mugstomerservice@uglymug.store and ask. We’re reasonable people.

Exchanges

If you’ve simply changed your mind and want a different mug, version or design, the easiest option is usually to return the original item under our returns policy and place a new order.

If your original item arrived damaged, faulty or incorrect, contact us first — we may be able to arrange a replacement directly rather than making you place another order.

UK and European cooling-off rights

Nothing in this policy takes away any consumer rights that apply to you under the law where you live.

For eligible online purchases in the United Kingdom, consumers generally have a statutory right to cancel an order within 14 days of receiving the goods without giving a reason.

Eligible consumers in the European Union also generally have a 14-day cooling-off period for online purchases.

Our own 30-day change-of-mind return policy gives eligible Ugly Mug customers longer than this, but your statutory rights continue to apply independently of our policy.

Certain products, including genuinely personalised or bespoke goods, may be excluded from statutory cooling-off rights where permitted by law.

Refunds

Once we receive your returned item, we’ll inspect it and confirm that your refund has been approved.

Approved refunds will normally be returned to the original payment method used for the order.

We will process refunds within the timescales required by applicable consumer law. After we issue the refund, your bank, card provider or payment service may take additional time to show the money in your account.

If you chose store credit to resolve a damaged-item claim, we’ll issue credit for the agreed amount instead of refunding that amount to your original payment method.

Please note that store credit will only be used as an alternative to a monetary refund where you agree to it or where the law otherwise permits it.

If you believe a refund is overdue, contact us at mugstomerservice@uglymug.store and we’ll get right onto it.